What advice do you give to organizations starting their AI journey?
One thing we tell people is: don’t panic. You don’t have to replace everything or walk into your boss and say, “We just blew half a million dollars or a million dollars or more because we picked the wrong vendor and they can’t deliver what they promised.”
We teach our customers to start by identifying what they’re trying to accomplish. Every day, I wake up and there’s a new term being used in AI — like Agentic AI or Domain-Specific AI. It’s easy to get caught up in the hype.
But ultimately, there are three or four steps you need to take. What are you trying to solve? Are you automating a process? Solving a problem? Making it easier for customers to do business with you? Or offering service 24/7? Focus on what you’re trying to achieve.
How do you ensure a good customer experience when implementing AI-driven solutions?
We basically treat people the way we want to be treated. Personally, I want to be treated extremely well. I was telling my husband the other day, every time you call certain companies, you have to be careful not to say bad words because of how frustrating the process is. They transfer you to 10 different people, and at the end of an hour, the problem is still unsolved.
The same happens with many bots and searches. You start a conversation with them and end up ticked off because the process is ineffective. It gives you a bad image of how AI tools should work. That’s why, when people do it right, they spend time thinking through their goals. They ensure data accuracy and consolidate different data points.
Why do some automated processes fail to deliver the intended results?
Automation issues often stem from poor implementation and inaccurate data. When businesses roll out solutions without properly thinking through their goals or data sources, it can lead to frustrating experiences for their customers.
For example, a bot might route customers to multiple departments without solving anything. It’s essential for companies to design AI processes thoughtfully and ensure they are data-driven to deliver value.
What steps can companies take to successfully integrate AI technologies?
The key is preparation. First, identify the problems you’re trying to solve, such as improving a process or enhancing customer service. Second, ensure the data being used is both accurate and comprehensive.
